The document discusses the patient expectation gap in healthcare, emphasizing the importance of delivering a remarkable experience for every patient at all stages of hospitalization. It highlights various aspects of patient experiences, including non-clinical factors like food service and call centers, as well as the consequences of unmet expectations, such as patients not returning or referring others. The document visually represents the gap between what is measured by hospitals and what is actually known about patient expectations.

1. Patient Expectation Gap
A remarkable experience for every patient
every time
1
Pre Hospitalization Post HospitalizationHospitalization
HCAHPS Experiences
Non Clinical Experiences;
patients, family, friends,
parking, food service
Website, patient portal,
call center, CRM,
social media, scheduling,
admissions, 2nd opinion,
referrals
billing, collections,
claims, scheduling,
therapy, appointments,
Unsatisfied prospects
leave w/o buying
Unsatisfied patients
don’t return or refer
The entire rectangle depicts a person’s expectations. The light blue area depicts
experiences hospitals measure. The RED areas depict what hospitals know about
about the expectations. (There are no RED areas.)